Bank of Baroda (Bank) has launched ‘phygital branches’, seamlessly integrating physical and digital banking services for customers with “Self Service kiosks that provide 24/7 Banking, a Video Contact Centre for non-financial services and Universal Service Desks for in-person customer service”.
By integrating self-service and assisted service models, its phygital branch is a unique banking concept that meets the diverse requirements of customers. The phygital branches merge the familiarity of brick and mortar establishments with the efficiency of cutting-edge technology, Bank of Baroda said in a statement.
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Key features of phygital branch:
24/7 Self-Service Kiosks: Self-service kiosks with interactive touch screens/tablets and other digital interfaces through which customers can avail a host of services such as PAN updation, receiving Account Statement through email, obtaining TDS certificate, nominee updation etc.
Video Contact Centre: Customers can directly connect with the Bank’s contact centre through a video call for assistance on all non-personalised and non-financial services such as Home Loan enquiry, Savings Account, Term Deposit, Car Loan etc.
Universal Service Desks: The Phygital branch also has an exclusive Service Area with Universal Service Desks that act as a one-stop solution for all banking needs for customers that require in-person service.
24/7 ATM e-lobby: Offers cash withdrawal, cash deposit, and self-service pass booking printing services.
Phygital branches are designed to meet the diverse needs of customers with a seamless and smart banking experience that is convenient, simple and quick and caters to customers who would like to complete their day-to-day banking transactions independently as well as customers who require assistance.
The branches are being launched in strategic locations – high-density areas, where branches experience heavy customer footfall. Further services in phygital branches will be enhanced based on the response received from customers.
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